Customer Support Specialist I

About the Company

HealthStream is a premier provider of workforce solutions tailored to healthcare, driving improvements in patient care quality and safety using innovative technology and comprehensive service support. With over three decades of expertise, HealthStream offers advanced learning management, clinical development, credentialing, and scheduling software on a highly trusted platform within healthcare. Their goal is to empower healthcare providers by simplifying daily operations, improving staff performance, encouraging engagement, and maintaining workplace safety. Through continuous innovation, HealthStream aims to transform healthcare delivery, enabling providers to work more efficiently and enhance patient outcomes.

Role Overview

The position of Tier 1 Customer Support Specialist at HealthStream serves as the initial point of contact for their clients, delivering outstanding customer assistance and technical support. This entirely remote role suits individuals with enthusiasm for healthcare technology and a commitment to superior client service. The responsibilities include assisting customers via phone, email, and chat, swiftly resolving technical issues, and ensuring client satisfaction. Collaborating with internal teams will be essential to troubleshoot technical matters, support testing of new features, and offer useful feedback to improve products. This role presents an excellent opportunity to advance skills in customer support and healthcare technology, with potential for career progression within the company.

Key Responsibilities

• Deliver prompt and courteous customer support through phone, email, and chat channels.
• Identify, diagnose, and resolve technical problems related to HealthStream’s solutions.
• Establish and nurture professional relationships with clients, reflecting respectful and knowledgeable service.
• Accurately document and relay technical issues to development teams for swift corrective action.
• Engage in testing new product developments, contributing insights to enhance functionality.
• Recognize and suggest opportunities for product improvements based on customer feedback and analysis.
• Work collaboratively across departments to ensure smooth support and service delivery.
• Maintain current understanding of product lines and healthcare industry trends to support customers effectively.

Qualifications

• At least one year of experience in a technical help desk or support capacity.
• Bachelor’s degree in a relevant field preferred; equivalent practical experience accepted.
• Background knowledge of the healthcare industry is advantageous.
• Strong verbal and written communication skills.
• Proven ability to analyze problems and take ownership of customer concerns.
• Skilled at translating technical details clearly for technical and non-technical audiences alike.
• Excellent listening abilities and empathetic approach towards customer needs.
• Familiar with Microsoft operating systems, Salesforce, and Microsoft Teams platforms.
• Basic knowledge of SQL is beneficial.
• Availability to work an eight-hour shift scheduled anytime between 7 AM and 7 PM CST, Monday through Friday.
• Team-focused with dedication to high standards and continuous personal growth.

Benefits and Perks

• Comprehensive health coverage including medical, dental, and vision plans.
• Paid holidays and vacation leave.
• Parental leave policies.
• Access to 401(k) and Roth retirement savings plans.
• Options for Flexible Spending Accounts and Health Savings Accounts.
• Insurance offerings including life, short-term, and long-term disability coverage.
• Additional insurance for medical bridge, critical illness, and identity protection.
• Legal assistance services and pet insurance.
• Employee assistance programs, fitness reimbursements, and wellness workshops.
• Flexible remote working arrangements and opportunities for volunteer engagement.
• Optional access to well-equipped resource centers in Nashville and San Diego for in-person collaboration.

Equal Opportunity Employer Statement

HealthStream is dedicated to equality in the workplace, committed to a discrimination-free environment where all employees and applicants receive respectful and fair treatment. Discrimination based on age, race, color, disability, national origin, religion, sex, sexual orientation, pregnancy, veteran status, genetic information, or any other protected category is prohibited. The company welcomes applicants from diverse cultures and backgrounds to join in advancing healthcare's future.